Welcome to the Contract Lifecycle Management (CLM) module

1. Welcome to the Contract Lifecycle Management (CLM) module To move from one screen to the next please click the “Next” button on the bottom of the page or follow the instructions To Exit the course at any time press Esc Next

2. Tender Bid Tender & Contract Management OJEU Tender Award Life Cycle What is Contract Lifecycle Management? Contract Lifecycle Management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty • There are three key reasons as to why CLM is important • Best practice • Profitable contractual relationships • Customer loyalty CLM covers the period from when the contract is awarded up to the end of the contract Next

3. Sales Customer Service Nursing Three key areas for CLM • The contract lifecycle is managed by the Key Account Management Team • CLM covers three key areas of our relationship with our customers Understanding customers Managing customers Demonstrating Value (Why Nutricia?) Next

4. Tender Bid Contract Management OJEU Tender Award Life Cycle Key Contract Lifecycle Management tools (CLM) • There are a number of tools that have been developed to deliver the objectives of CLM these are: Customer Experience Implementation Process Contract Planning Forum Contract Activity Planner Contract Level Agreement Key Performance Indicators Click on each shape for more details

5. 2TransferPreparation 3Transfer & Training 1Planning 4Review & Audit Implementation Process OBJECTIVE: Delighting the customers in the 1st 100 days of their new contract • All implementations have a: • Dedicated project manager • Guide on the CATE site • Controlled four stage process The process has been designed to ensure a smooth and seamless transfer for a new contract win from their previous supplier to Nutricia. Experience and best practice have been used from previous transfers to develop the process. First impressions are lasting impressions Next

6. CAP is an Activity calendar to capture key contractual milestones Which Assigns responsibility to relevant individuals for timely delivery of contractual obligations It uses Automatic email reminders ensuring we don’t miss anything Using CAP will ensure Proactive forward planning Control ofthe pace and quality of delivery Measurement and monitoring of commitment and performance Contract Activity Planner (CAP) OBJECTIVE: The right people doing the right things at the right time Next

7. Evidence Accountability Summary Report Detail Key Performance Indicators (KPI) OBJECTIVE: Giving customers confidence The KPI reports are designed to provide the customers with Provide evidence of contract performance, over time Supports customers who need to demonstrate the value of being partners with Nutricia With transparency and visibility of performance, comes accountability for both parties There are six different measures that are covered by the KPIs, they are: • Delivery service hospital • Delivery service Homeward patients • 1st deliveries • % pumps in service date hospital • % pumps in service date Homeward patients • Complaints Next

8. Obligations Status Contract Level Agreement (CLA) OBJECTIVE:To maximise contract value The contract level agreement is a document that is provided to all contracts that shows the following • Summary of tender specification • Local agreements • Financials • Service Level Agreements • Key performance indicators • Management information • Usage summary This is to create a long term PARTNERSHIP to meet the customers’ changing needs, and gives a tool that will enable negotiation and implementation of any changes that are required to ensure the value of the contract is maximised, and a WIN-WIN outcome is achieved Next

9. Stage 1 Stage 2 Horizon scanning Contract Planning Forum (CPF) OBJECTIVE:To ensure we are prepared for any tender with the correct proposal • The Contract Planning Forum (CPF) is designed to ensure that we know our customer, and are able to create informed tender proposals The CPF takes place over two stages during the life of a contract Phase 2 12 monthsbefore tender Phase 1 18 monthsbefore tender 6 monthsbefore tender Tender Completion Aim Identify Decision Making Unit Aim Establish hierarchy of needs Aim Validate trial offer with profit and loss HOW Pocket meetings Validation of information Action plan on CATE Status report HOWFormal meeting Validation of plan Action plan Next

10. Patient Satisfaction Surveys Customer Satisfaction Surveys Audit of Accounts Customer Experience OBJECTIVE:Identify risks before they become issues There are three different parts of customer experience that are measured Our Internal View Our Patients View Our Customers View A rolling measure of Nutricia Homeward patients perception of the service they have received A six monthly measure of customers satisfaction with the performance of the contract A monthly view of the KAM teams understanding of customers satisfaction with contract performance Next

11. Tender Bid Contract Management OJEU Tender Award Life Cycle Key Contract Lifecycle Management tools (CLM) • There are a number of tools that have been developed to deliver the objectives of CLM these are: Customer Experience Implementation Process Contract Planning Forum Contract Activity Planner Contract Level Agreement Key Performance Indicators Click on each shape for more details Next

12. CLM tool summary Contract lifecycle management (CLM) is a best practice way of working, both internally and customer facing, helping to achieve profitable contractual relationships and customer loyalty There are a number of tools that have been developed to deliver the objectives of CLM: Next

13. Other modules available Introduction to the Contract Development Team The tender process Customer facing activities (Customer experience days & product evaluation days) Training and implementation Esc to close